Read the refund eligibility, request process, evidence requirements, exclusions and activation considerations before purchasing.
Purpose
This policy explains how refund requests are assessed. It should be read before payment and before activation begins.
Before activation
Where an order has not been activated or fulfilled, contact support promptly with the order details. Eligibility depends on the payment state and whether resources have already been allocated.
After activation
Digital access may be considered supplied once credentials are created or delivered. A technical problem does not automatically prove that the account is defective; device, app and network checks may be required.
Evidence required
Provide the order reference, device, player, network type, exact error, time of failure and troubleshooting already completed. Do not publish credentials.
Common exclusions
Requests may be excluded where the wrong app was used, credentials were entered incorrectly, the device is incompatible, the connection limit was exceeded, account details were shared, or the issue is caused by the user network.
How to request review
Contact the support channel with the order reference and evidence. A review may involve guided troubleshooting before a decision.
Chargebacks
Contact support first. Unresolved chargebacks can lead to account suspension while the payment dispute is investigated.